Who are we?
We are an independent finance broker, not a lender. We are an appointed representative of RFL Credit which can be verified by contacting the Financial conduct Authority on 0800 111 6768 or by viewing the Financial Services Register at www.fca.org.

What do we offer?
We offer a range of finance facilities through a panel of carefully selected third party lenders from who we may receive an introductory commission or fee. We will not offer facilities  lenders from outside of this panel.

What services will we provide you with?
We will provide you with either comparable details of firms most appropriate to your lending requirements or general information  relating to financial products. In assessing your requirements we may seek information about your personal circumstances and objectives to enable us to identify your needs. It is important you provide us with accurate and relevant information enabling us to hone down the selection of firms offered , from which you can more easily make your choice.

What do we charge for our services
We don't charge fees. Finance companies and banks do and this information will be supplied to you before you take up on any offer of agreement. This will clearly be shown in the finance agreement.

Confidentiality and Data Protection.
Throughout the process of obtaining finance for your requirement we will need to collect personal information from you to pass this on to one or more third party lenders to enable them to make a credit decision:


How we use the information about you:

NorthFinancial take your privacy seriously and we will use your personal information in several ways which will help us;
- make lender decisions by passing to funders,
- for fraud prevention
- for audit
- for statistical analysis
- credit reference checks
For more information how your information and your rights to access / alter and change information we hold on you please contact :  chris@northfinancial.co.uk

Additional marketing
However, from time to time we would like to contact you with details of other current offers and services we provide by the following resources:
- Post
- Email
- Phone
- Text

What we need:
NorthFinancial will be what is known as the processor of personal data you proved to us. We will gather names, addresses, date of births, and financial details of parties for any transaction you wish to enter into.
Why we need it:
We need to know your personal basic personal data at times to provide you with an accurate recommendation for your personal circumstances.
What we do with it:
NorthFinancial will pass your data captured to RFL Credit to be processed by the nominated finance company / bank in respect of the finance application.
You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning in you or any significant affects. You can request human intervention and challenge a decision made this way by contact NorthFinancial.

We have a data protection regime in place to oversee the effective and secure processing of your personal data.
We may pass your data to finance companies /  banks to provide you with offers of products suitable to your requirements.
How long we keep it:
We are required under regulation to keep your personal data, such as name, address, contact details for  a minimum of 6 years, after which time it will be destroyed. The information used for marketing will be kept with us until you notify us that you no longer wish to receive this information.



What are your rights:
If at any point you believe retained information is incorrect you can request to see this information and even have it corrected and possibly deleted. Providing you with this information is free of charge, but charges may apply for excessive requests.
Where relevant , you have the right to withdraw consent  at any time and this means we cannot process your data provided without your consent.
More information about your rights can be found on the Commissioners website :  https://ico.org.uk/
If you are not satisfied with our response or believe we are not processing your data in accordance with the law you can complain to the Commissioner's Office (ICO). 

Treating our Customers fairly
NorthFinancial are fully committed to providing customers with an excellent level of service and treating customers fairly.
Treating customers fairly (TCF) is one of the cornerstone  principle laid down by the Financial Conduct Authority. 
The guiding principle is sub-divided into six key elements which dictate the way in which we deal with our customers in terms of communication, expectations, level of service and the products and services we offer:
- Consumers are confident they are dealing with lenders where the fair treatment of customers is central to the corporate culture.
- Products and services marketed and sold in the retail market place are designed to meet the needs of identified consumer groups and are targeted accordingly.
- Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
- Where consumers receive advice, the advise is suitable and takes into account of their needs and circumstances.
- Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard as they have been led to expect.
- Consumers don't face unreasonable post-sale barriers imposed by firms to change products , switch provider, submit claims or make a complaint.

In practical terms we adhere to the above principles by;
- Listening to customers to understand their needs.
- Offering only market products which are appropriately targeted, clear and unambiguous and highlight the risks and conditions as well as the key features and benefits.
- Ensuring customers understand any risks associated with products and services.
- Ensuring services are delivered to customers openly, with clarity and transparency and do not contain hidden conditions or complex definitions.
- When , in the event of providing advice, that the advice given takes into account the customers needs and circumstances.
- The customer's privacy s taken seriously and ensuring that members of staff are trained to follow the rule son data protection and to keep customers details secure and confidential.
- Taking complaints seriously and dealing with  them promptly , learning from them and modifying operations and processes where necessary.


Our Complaints Procedure

This procedure explains how we will deal with your complaint.

What is a complaint?

Any informal or formal complaint can be made if you are unhappy with the process or our handling of your requirement of the quality of our services received pre and post agreement.

How to make a complaint:

Stage 1 - We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with Chris Taylor or Ian Strong on 01925 753529

Stage 2  -If you feel the problem is still not resolved to your satisfaction, please request our formal complaints form and forward it with a covering letter/email addressed to Chris Taylor  or Ian Strong as specified in the contact section below. To help us assess your complaint please provide the following information:

  • Your name and contact details
  • Details of your complaint
  • An explanation of the steps you have already taken to try to resolve the complaint
  • What would you like us to do to make it right

You should keep copies of all information submitted for your records.

What happens next?

You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal complaints form and a full written response within 28 days. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.

We aim to resolve all complaints within 15 working days of your initial contact.

If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the financial Ombudsman on 0800 0234567.

Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.

Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.

How to contact us

Complaints in writing to:   Chris Taylor or Ian Strong
Mail:   NorthFinancial, Brook Farm, Swineyard Lane, High Legh, Cheshire, WA16 0SD
Telephone:   01925 753529
Email:   chris@northfinancial.co.uk  /  ian@northfinancial.co.uk

 

Financial Conduct Authority: 25 The North Colonade, Canary Wharf, London, E14 5HS. Tel 0207 066 1000